Complaint #337 1win Casino

1win Casino -- Tournament winning prizes

By Ruhul Amin C.

3 months ago

A tournament was held on 24/11/2025 to 24/12/2025 and the name of the tournament SPIN & WIN. In this particular tournament where I took 2nd place and the winning of that particular tournament Apple pack. In this particular tournament guidelines where clearly mentioned that winners will get their winnings within 45 days. In my case when I not get that winnings I contact with 1win support team and they provided a request appeal number SL2SD-42420. My winning registered with this appeal number. Each and every day I am asking about my tournament winning but they don't get provide any information about my tournament winning. Now they already been taken 6/7 months still that appeal number SL2SD-42420 is pending and they unable to solve the request. 2 days ago, again I asked to support chat and they raised another new appeal number which is SL2SD-78272. From last 6/7 months ,when I asked them they always provide same kind of response like, Wait, forwarded my request, Re-highlighted my request, reviewing by his team, I will receive a phone call from their team, team is working with priority basis that's the only update from 1win support team that's it. Even 1win operator side ,there is no any phone numbers where I can contact them directly and those numbers are showing in operator site, all are not available. Only chat support and vip manager mail id is available for contact that's it. The support team of 1win not finding any solutions till today. 3 months before my KYC successfully approved by 1win regarding my winnings and also told me within few days I will get my winnings. Actually they wasting time because after certain period of time crossing, the winning never be provide and also never raise any complaint what they exactly want. 1win break the rules and regulations in my case. When I won that, a call was coming from vip manager and congratulate me and told me what I exactly win and also told me the value of this prize around Rs 5,30,000.

Please ask 1win why my request appeal number SL2SD-42420 (old) SL2SD-78272 (new) unsolve after taking 6/7 months.

Disputed Casino 1win Casino

Reason Delayed payment

Amount ₹530000

Discussion

AskGamblers

• Support Team

1 month ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

mituchy111

• India

1 month ago

Support chat raised a request appeal number given regarding my withdrawal amount of Rs 20,000 and which is Appeal no SPP-1798077. My vip manager always provide false informations regarding my withdrawal disputed amount. 1st he told me this transaction already taken more than 3 months that's why he can't access and after that I told him this transaction exactly took 1 month 24 days than he changed and told me because of taking 1 month he unable to access. This is how vip manager misguided and always provide false informations. I send you the raised request ticket number which I got from support chat and the exact reply of my vip manager.
Gaming ID 307038306

1win Casino

• Representative

1 month ago

Hello,

Thank you for the detailed information and all the documentation provided, including your bank statement and UTR/RRN confirmation. Your case is still being reviewed by the relevant department.

We understand your frustration with the inconsistent responses so far, and we'll follow up as soon as we have a substantive update on the status of this withdrawal, as well as the two tournament winnings you mentioned.

mituchy111

• India

1 month ago

I want to tell you about my withdrawal amount of Rs 20,000 which was made on 24th July 2026. This amount still not credit in my bank account and also not even return in my gaming ID. I already raised a complaint against my withdrawal account of Rs 20,000 to my vip manager. This withdrawal amount showing successful in my transaction history of my gaming id but not credit in my bank account. After that I raised a complaint against this particular withdrawal amount to my vip manager and after that he shared with me UTR number or RRN number and told me against this number transaction showed successful. But I shared with him my bank account statement and this is not sufficient for him .He need bank response with mention utr number after that I sent him bank response with mentioned utr number. Now he told me this transaction already taken more than 3 months so he can't access anymore. After that I told him this transaction not taken 3 months or more ,the exact time taken 1 month 24 days. When he saw my reply suddenly he changed and after few minutes he told me he can't assess because this transaction already taken more than 1month. Now you tell me why 1win support team always misguided and provide false informations. This is way support team of 1win doing after taking certain period of time they can't assess even they don't know how they talk, when they talk and each and every moment they change. This is the way they treat with customer money. I send you the exact reply which I got from my vip manager and send every details of this withdrawal amount of Rs 20,000. My bank account statement from 15th July 2026 to till the date, bank response with mention UTR number or RRN number and the response from my vip manager regarding my withdrawal amount. This is way they misguided regarding my 2 tournament winnings 1st cash amount of Rs 90,000 and 2nd cash amount of Rs 20,000. They already taken my 2 tournament winnings which is still pending from last 9 months and they every details already found but treat like they are doing their best. They want I feel frustrate and never ask anymore about my tournament winnings after that they can easily take all the winnings and now it comes in withdrawal amount. After providing all necessary details now they told me more than 3 months already taken they can't access and when I mentioned the exact time period of my withdrawal like 1 month 24 days, after saw this reply from my side now they changed and told me 1 months already taken because of this reason he can't assess. This is how they provide false informations misguide now after read my text you understand what exactly happening with me withi my 2 tournament winnings and now withdrawal amount. This is the way 1win support team work and false informations accordingly.
Gaming ID 307038306

1win Casino Complaint Stats

Resolved 139 / 143

Avg. Amount $514

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

1win Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 79 out of 83 complaints in this category have been resolved.

This operator's average complaint duration is 11 days, while the average duration across all operators is 8 days.

1win Casino Complaints

See all complaints for this casino

Still not processing $25

User ID: 357262011
> Withdrawal ID: SPP-2180743
> Amount: $25 via Bank Transfer
> Date: 13/10/2026 22:07
>
> My withdrawal has been stuck for over 7 days in status "In process - Verifying payment data". It was created on 13/10/2026 and stopped at 22:09 in "En proceso". I have completed full KYC verification, my bank name matches my 1win account name, and I have provided all documents. Support only says "wait" without any solution.
> I request immediate release of my funds.
> Attached screenshot as proof.

19h left

$25

Withdrawal problem

Hello Team,

I am filing this official complaint against 1win Casino.

My registered Player ID is [376772694], and my registered email is <removed>

I have a balance of 150,544 PKR in my account, which I won playing Aviator.

For the last 5 days, I have been unable to withdraw my funds. The system displays an error stating, "Withdrawals in PKR are temporarily unavailable." However, the main issue is that EVERY SINGLE withdrawal method, including all Cryptocurrency options (USDT, BTC, LTC), has been completely hidden or restricted for my account.

I have tried contacting Live Chat support multiple times, but I only receive automated copy-paste responses. I have also sent emails but received absolutely no response.

It seems my account is being intentionally restricted from processing any payouts. I request that the resolution team intervene and ask 1win to immediately restore my withdrawal options (especially Crypto/USDT) so I can successfully cash out my funds.

I have attached a screenshot of the error as evidence.

Thank you.

14h left

₨161,545

Account close after completed verification successfully

I'm a VIP player at 1Win Casino. I deposited around 3,000-4,000 USDT when I created my account. One day, I attempted to withdraw, but was required to complete a verification process. I then verified my identity using my national ID, a live video feed, and a selfie, and the verification was successful. However, one day, my account was blocked for no reason. I emailed the casino and received a reply stating that my account had been permanently blocked. I'm an honest player; I haven't engaged in any illegal activity or used any bonuses. 1Win Casino blocked my account for no reason and hasn't released my deposited funds or winnings yet. Please help.

Resolved

Verified Account Withdrawal Restricted ID 356754889

Dear AskGamblers Complaints Team,

I am filing a formal dispute against 1win regarding an ongoing withdrawal restriction on my fully verified account. My profile identity verification is entirely completed and green; the internal system explicitly states: "Identity verification Status: The data is verified. Thank you for confirming your identity. You can now make withdrawals safely."

On Monday, October 5, 2026, I placed standard, manual outside bets on Red/Black across Roulette games, starting with a ₹20,000 deposit. Following a completely legitimate winning streak, my final account balance reached ₹2,04,612.75 INR.

When I attempted to withdraw, the transactions were immediately placed "Under review."

• October 5: I received an automated security email stating my profile was under an inspection period.
• October 7: Live support chat agents told me that additional withdrawal checks take up to 3 working days and escalated my case file.
• October 11 (Today): The 3-working-day deadline has passed. When I followed up with live support today, the agent stated they could not process the single transaction and instructed me to split my withdrawals into three smaller requests of ₹3,333 each due to gateway processing limitations.

I have fully complied with their support team's instructions and submitted the three smaller split requests today. However, my payouts remain stuck and unresolved. My identity is already fully verified inside the app, and my gameplay was completely manual and fair.

I have attached unedited screenshots as complete evidence:

My approved green Identity Verification tab showing my account number (ID: 356754889).
My updated balance screen showing my total funds.
The live chat log where support instructed me to split the withdrawals into smaller amounts.

I request the AskGamblers team to formally contact 1win management, check my account logs, and help release my legitimate balance.

Thank you for your assistance.

Resolved

₹10,000

Deposit not Receive

My 1Win Account ID is 377686020. I deposited ₹1,500 on 19 September 2026 at 7:48 PM, but the amount has still not been credited to my account.
Every time I contact support, I am told to wait 72 hours. After 72 hours, I contact support again and I am again told to wait another 72 hours. After making me wait, your team again asks for my bank statement and payment proof. I have already submitted my bank statement and payment proof at least 10 times.
UPI Transaction ID: T2609191948330298089946
UTR: 515972486589
Amount: ₹1,500
Please stop asking me to wait another 72 hours and stop requesting the same documents repeatedly. Please investigate and credit my ₹1,500 immediately or provide a proper final resolution.

Rejected

₹1,500

Withdrawal pending since 3 days

Dear AskGamblers Team,

I would like to report an issue regarding my withdrawal.

I requested a withdrawal of ₹55,000, but it has now been more than 3 days, and the withdrawal is still pending and has not been processed.

My ID: 70551324
Withdrawal Amount: ₹55,000
Status: Pending for more than 3 days

I kindly request you to look into this matter and help me get a clear update on why my withdrawal is being delayed and when I can expect the funds to be released.

Thank you for your assistance.

Resolved

₹55,000

Repeated withdrawal cancellations and delays

I am submitting a complaint regarding repeated withdrawal failures on my 1win.com account.

I have approximately $20,000 in total between my gaming balance and withdrawal requests. I have made multiple attempts to withdraw my funds through Interac e-Transfer, but several withdrawals have been cancelled or rejected and returned to my gaming balance.

I have contacted customer support numerous times. I have repeatedly been told to wait 24 hours, that my requests have been escalated to specialists, and that the issue is being reviewed. Most recently, support advised me to wait for an email from the security team, but my withdrawals continue to be cancelled.

I am requesting that 1win provide a clear written explanation for these cancellations, identify any verification requirements that remain outstanding, and process the legitimate withdrawal of my remaining balance.

I can provide screenshots of my account balance, withdrawal statuses, and customer support conversations as evidence.

70h left

$20,000

Uncredited deposit and recurring multi day payment holds

I am filing this complaint against 1win Casino regarding an uncredited deposit under support ticket SPP-1918084 and a systematic pattern of unannounced multi-day payment holds on my account.

On September 24, 2026, I initiated a deposit transaction. The funds were successfully debited from my personal bank account, but the payment failed to credit to my 1win player balance. I immediately opened an appeal and submitted complete verification documents, including official bank transfer statements proving that the money successfully left my account.

Despite providing all required proof, my deposit remains missing after more than 48 hours. When contacting support and my assigned personal manager, I receive only generic, automated responses stating that the standard processing timeframe is up to 72 hours or that specialists are working on it, without providing any concrete updates or timeline.

This is not an isolated incident. Every time I make a deposit on this platform, the funds are repeatedly delayed and held for 3 to 6 days before being credited. During previous occurrences (e.g., ticket SPP-1738081), the funds were eventually released without any request for additional verification or explanation of a genuine error, indicating an unnecessary delay mechanism rather than a standard verification process.

Holding user funds for days after a confirmed bank transfer without clear justification or resolution is unacceptable. I am requesting that AskGamblers intervene to assist in:

Immediate manual processing and crediting of my pending deposit under ticket SPP-1918084.

A formal explanation regarding why my account experiences recurring 3 to 6 day deposit holds on valid transactions.

Resolved

Deposit not credited since last week

ID 367295462

On two separate occasions, I made deposits, and the amounts were successfully deducted from my payment method. However, both transactions were subsequently shown as “Cancelled” in my 1win account, and the funds were not credited back to my account.

I contacted 1win Support and submitted appeals regarding both transactions. The appeal/ticket numbers are:

* SPP-1842627

* SPP-1823473

I have already provided the necessary information and evidence to 1win, including proof that the amounts were deducted. However, approximately 72 hours have passed without receiving a proper resolution or response regarding either transaction.

I am therefore requesting assistance in resolving this matter and recovering the two amounts that were deducted from me.

I can provide screenshots and transaction/payment confirmations showing the deductions, as well as screenshots of the cancelled transactions and my communication with 1win Support.

I would appreciate it if AskGamblers could review my complaint and assist me in obtaining a clear resolution from 1win.

Thank you for your assistance.

Resolved

ج.م.‏700

1Win Withdrawal Pending for 10 Days

Title: 1Win Withdrawal Pending for 10 Days – Still No Payment

I am a VIP member of 1Win, and my withdrawal has now been pending for 10 days.

My User ID is 68833401.

Despite my VIP status, I have contacted 1Win customer support many times, but I keep receiving the same response telling me to wait. I have not been given a clear explanation for the delay or a specific date when my withdrawal will be processed.

After 10 days, I still have not received my money.

I am asking 1Win to process my pending withdrawal and release my funds as soon as possible.

If the payment is completed, I will update this complaint and confirm publicly that the issue has been resolved.

Resolved

TL35,000